Jumpstart Your SMS Strategy with Automations

   Tip: Select any of the images or GIFs in this article for a closer look.

Automations allow you to create multi-stage communications triggered by a certain event (e.g., subscribing to texts, abandoning a cart, etc.) Automations run automatically in the background and are a great way to keep customers engaged.

We've identified core automations that will jumpstart your SMS strategy. We strongly recommend that you enable or create these automations as soon as possible.

Why You Want to Enable These Automations


  • Unsubscribe rates will likely be low since these are basic messages subscribers would expect from your shop.
  • Opportunity to target specific parts of your subscriber base such as new versus returning customers.
  • Start building rapport with your customers and set expectations for your communications.

1. Welcome Series


A Welcome Series automation can be one or more messages that welcome a subscriber to your brand and your SMS experience. Use a welcome series to do one or more of the following: 

  • Establish the voice and character of your brand.
  • Offer a welcome promotion code.
  • Educate your subscribers on your brand and mission.
  • Invite them to add you to their contact list with a contact card.
Welcome Series (Purchase) Welcome Series (No Purchase)

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Locate your Welcome Series automation and select Edit. You likely choose to load the template for this automation in the Postscript Onboarding wizard.
  3. Customize your welcome message(s). You can change the timing of messages, add an image or GIF that better reflects your brand, and edit the message copy.
  4. Select Save Automation in the bottom-right corner of the page to save your messages.
  5. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

2. Abandoned Cart


An Abandoned Cart automation fires off when a subscriber started the checkout process but did not complete their order. It's a great opportunity to remind a subscriber of their order, offer a discount, and link them back to their specific cart.

Carriers require that abandoned cart messaging adhere to the following:

  • Be limited to one message.
  • Sent within 48 hours of the trigger event (checkout started).
Abandoned Cart (New Customer) Abandoned Cart (Returning Customer)

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Locate your Abandoned Cart automation and select Edit. You likely chose to load the template for this automation in the Postscript Onboarding wizard.
  3. Customize your abandoned cart message. You can change the timing of messages, add a dynamic product image or GIF, and edit the message copy.
  4. Select Save Automation in the bottom-right corner of the page to save your message.
  5. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

3. Subscriber Created But No Order in 30 Days


Our research shows that after 30 days, conversion of new subscribers to customers substantially decreases. That's why the 30-day mark is a great time to reach out to subscribers who've yet to place an order with your shop.

As you create and test this automation, here are a few things you can try out:

  • Create a sense of urgency—set a "limited time" or "today only" time frame on a discount offer.
  • Appeal to a person's curiosity with a "mystery deal" offer.
  • Re-introduce a subscriber to your brand and mission.
  • Consider including a GIF or image that showcases your products (e.g., bestsellers, customer must-haves, etc.)

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Select Create Automation in the top-right corner of the page.
  3. Locate and select the Convert Subscribers - No order 30 days template. You can scroll to find it or use the search field in the top-right corner of the page.
    • Why use a template? We've got your automation trigger, cancellation trigger, and user filter all set to target subscribers who have not placed an order by the 30-day mark. 
  4. Select Edit to customize your message(s). We highly recommend you edit your message to match the voice of your brand and include any relevant offers or information.
  5. Select Save Automation in the bottom-right corner of the page to save your messages.
  6. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

4. Order Shipped


An Order Shipped automation notifies your customer that their product(s) is on the way. When creating a shipping notification automation, you can include the following message tags which Postscript replaces with actual information when sending to customers (i.e., {tracking_company} shows as USPS, FedEx, UPS, etc.):

  • Shipment Tracking Link. Include a shortened link that takes a customer directly to their order tracking page.
  • Tracking Company. Let your customers know which carrier will be delivering their package to their doorstep.
  • Tracking Number. Send a customer their tracking number for their records and tracking purposes.

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Select Create Automation in the top-right corner of the page.
  3. Locate and select the Shipping Notifications - Order Shipped template. You can scroll to find it or use the search field in the top-right corner of the page.
    • Why use a template? We've got your automation trigger (Order in Transit) all set and ready to go.
  4. Select Edit to customize your message(s). We highly recommend you edit your message to match the voice of your brand. You can also choose which tracking tags to include by selecting the blue More drop-down above the message field and choosing Add Tag from the options available.
  5. Select Save Automation in the bottom-right corner of the page to save your messages.
  6. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

5. Order Delivered


An Order Delivered automation is the best kind of message to receive—it lets your customers know their package has arrived! Play up this exciting moment with a celebratory message, emojis, and/or GIFs.

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Select Create Automation in the top-right corner of the page.
  3. Locate and select the Shipping Notifications - Order Delivered template. You can scroll to find it or use the search field in the top-right corner of the page.
    • Why use a template? We've got your automation trigger (Order Delivered) all set and ready to go.
  4. Select Edit to customize your message(s). Definitely celebrate the arrival of the order. Throw in some celebratory emojis or an exciting GIF. It's also a great opportunity to ask your customer to tag your brand on Instagram if they show off their purchase to friends, family, and followers!
  5. Select Save Automation in the bottom-right corner of the page to save your messages.
  6. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

6. Auto-Response Message


When it comes to SMS, customers might reach out to you via your dedicated short code or toll-free number regarding products, promotions, or tracking inquiries.

You can create an auto-response to these types of communications so that customers know you received their text and either give an ETA on a response or provide them with your customer support email address.

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Select Create Automation in the top-right corner of the page.
  3. Locate and select the Auto-Response Message template. You can scroll to find it or use the search field in the top-right corner of the page.
    • Why use a template? We've got your automation trigger (Subscriber Reply (Non-Keyword)) all set and ready to go.
  4. Select Edit to customize your message(s). Here you can acknowledge receipt of the message, set response expectations, and direct subscribers where to best connect with your support team, such as email.
  5. Select Save Automation in the bottom-right corner of the page.
  6. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

7. Browse Abandonment


Postscript offers two pre-purchase automation experiences: browse abandonment and add to cart abandonment. Both are powerful ways to re-engage a potential sale and remind subscribers of their initial interest.

At this time, our browse abandonment and add to cart automations follow the same guidelines as an abandoned cart automation:

  • The automation can only contain one message.
  • You should send this message within 48 hours of the browsing session.
Browse Abandonment Add to Cart Abandonment

Browse abandonment reminds subscribers of items they checked out in your store but never put into a cart.

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Select Create Automation in the top-right corner of the page.
  3. Locate and select the Browse Abandonment template. You can scroll to find it or use the search field in the top-right corner of the page.
    • Why use a template? We've got your automation trigger (Subscriber Viewed Product) all set and ready to go.
    • You can add additional trigger filters to target subscribers who view specific items. Learn more here.
  4. Select Edit to customize your message(s). You can add a dynamic photo that will display a product photo unique to the subscriber's browsing session as well as message tags that will send subscribers back to their viewed items.
    • First Product Viewed URL. Send a subscriber straight to the page of the first item they viewed rather than a general link to your store.
    • Last Product Viewed URL. Send a subscriber straight to the page of the last item they viewed rather than a general link to your store.
    • First Product Viewed. Display the item name of the first item a subscriber viewed in their browsing session.
    • Last Product Viewed. Display the item name of the last item a subscriber viewed in their browsing session.
  5. Select Save Automation in the bottom-right corner of the page.
  6. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

Learn more about browse abandonment and add to cart abandonment here.

   Sending a test message? Unlike other test messages, a browse abandonment test message will not include a live link. This is because your test message wasn't triggered by a browse session. Messages sent to your subscribers will contain a live link to their browse session.

8. Recharge Automation


Recharge is a popular subscriptions payments platform designed for merchants to set up and manage dynamic recurring billing across the web and mobile.

Below we walk through upselling a one-time customer to a subscription. Once they're an active subscriber, you can target them with additional automations, such as Charge Failed, Reply to Buy, and Reply to Skip.

  1. Select Messaging in the side menu of your Postscript dashboard, then select Automations.
  2. Select Create Automation in the top-right corner of the page.
  3. Locate and select the Subscription - First Time Buyer & ReCharge Upsell to Subscription template. You can scroll to find it or use the search field in the top-right corner of the page.
    • Why use a template? We've got the user filters you need to target non-subscription customers (Subscriber is Active ReCharge Subscriber not equal to TRUE and Number of Orders equals 1) set and ready to go!
  4. Select Edit to customize your message(s). Here you can let customers know the benefits of signing up for a subscription and let them know how they can sign up.
  5. Select Save Automation in the bottom-right corner of the page.
  6. Last, select the Enable toggle in the top-left corner of the automation page to enable your automation.

Learn more about different Recharge automations—like Charge Failed, Reply to Buy, and Reply to stip—as well as specific message tags here.

What's Next?


Once you've enabled these core automations, you can start getting creative with them.

Get Support


Have questions? Please feel free to reach out to our wonderful Support team at support@postscript.io or via live chat. You can also submit a support request here!

Need ongoing channel strategy guidance? Please fill out this form and we'll connect you to one of our certified partners.

Was this article helpful?
0 out of 0 found this helpful